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#1 January 20th, 2020, 7:35 AM

Hi to all! I have one question to the community: PokerStars much time spent on verification of documents and money? Because I was first asked to withdraw money, sent them copies of the documents, and it has passed 15 days and reply to an email does not arrive .... I would appreciate any help !!!

#2 January 20th, 2020, 9:48 AM

strange case
they usually have this procedure a couple of days and not 2 weeks

#3 January 20th, 2020, 2:27 PM

The process should take at the very most 2 days. By one week, you should sent an e-mail asking them what's up.

Maybe there is something wrong in your documents, or maybe they simply misplaced your order... Either way, e-mailing them is your only option.

#4 January 20th, 2020, 3:57 PM

Instead of emailing, I suggest contacting the support client. They always answered me quickly within 1-2 hours. They helped a lot.

#5 January 23rd, 2020, 4:50 PM

It's always like that? Or only first time?

#6 January 23rd, 2020, 6:52 PM

Originally Posted by Talalaew

It's always like that? Or only first time?

It was always fast for me. Helpful, courteous, quick to solve problems.

#7 January 25th, 2020, 1:54 PM

Originally Posted by Dbstorm

Instead of emailing, I suggest contacting the support client. They always answered me quickly within 1-2 hours. They helped a lot.

I contact customer support, but no response is forthcoming. And to date, the funds have not come ....

#8 January 25th, 2020, 3:01 PM

Originally Posted by Ivan Zaruba

I contact customer support, but no response is forthcoming. And to date, the funds have not come ....

Keep trying, they are required to respond in no less than 24 hours if the response does not come yet, try social media support, like Facebook and/or Instagram, you will sure get some answers, good luck Withdrawal from Poker Stars

#9 January 25th, 2020, 3:37 PM

Originally Posted by Ivan Zaruba

I contact customer support, but no response is forthcoming. And to date, the funds have not come ....

check in the spam, they can be answered and you have not seen it already happened to me

#10 January 25th, 2020, 4:01 PM

you send it again
there must be some mistake
PokerStars support team works very quickly

#11 January 27th, 2020, 10:13 AM

Originally Posted by Ivan Zaruba

I contact customer support, but no response is forthcoming. And to date, the funds have not come ....

If this is your first attempt to withdraw funds, most likely something is wrong with your account, because usually this procedure takes 1-2 days.

#12 January 28th, 2020, 12:59 PM

I waited two weeks for the verification.... but after the process was done, a withdrawal lasts maximum two days. I paid out in the evening and the money was on my bank account at the following afternoon.

#13 January 28th, 2020, 1:07 PM

Originally Posted by Ivan Zaruba

Hi to all! I have one question to the community: PokerStars much time spent on verification of documents and money? Because I was first asked to withdraw money, sent them copies of the documents, and it has passed 15 days and reply to an email does not arrive .... I would appreciate any help !!!

I recommend the LIVE CHAT , you'll get help immediatly !

#14 January 28th, 2020, 1:10 PM

I think you need write them and ask what a problem with your verification, maybe they need some extra documents

#15 January 28th, 2020, 3:53 PM

Originally Posted by Ivan Zaruba

Hi to all! I have one question to the community: PokerStars much time spent on verification of documents and money? Because I was first asked to withdraw money, sent them copies of the documents, and it has passed 15 days and reply to an email does not arrive .... I would appreciate any help !!!

This is a headache for pokerstars they always do it for a very long time

#16 January 28th, 2020, 6:18 PM

I understand that verification takes 2 or more weeks, right? I just sent copies of the documents, and they are not received any messages (though advertising and tournament results come in my e-mail address).

#17 January 30th, 2020, 10:26 AM

Originally Posted by Ivan Zaruba

I understand that verification takes 2 or more weeks, right? I just sent copies of the documents, and they are not received any messages (though advertising and tournament results come in my e-mail address).

In 2 weeks they should have checked and answered you. You can write directly to the support service of the "data controller" (responsible for collecting, storing and using personal data of the players) TSG Interactivel Gaming Europe Limited ("TSG"), maybe this will speed up the process.

#18 January 31st, 2020, 11:39 PM

Thank you for contacting Stars Verifications.

Please be advised that we are currently experiencing a period of high volume.

Rest assured that we have received your email and will get to it as soon as we can, but regrettably, you may need to wait for an extended period before we can get back to you. We sincerely apologise for any delays incurred during this busy time and thank you for your patience.
Many thanks,
Stars Verifications

Exactly 30 days later:

Thank you for providing your documents as we requested, your effort is greatly appreciated.

We're pleased to inform you that the verification of your Stars Account has been completed.

If you have any additional questions, please do not hesitate to visit our help page: Help Centre

Thank you for choosing us and best of luck in the games!

Regards,
Stars Verifications

So, it may take a month. I suggest to be patient. Nagging them may not be helpful. If it's not super urgent, wait at least a month before contacting them again.

#19 February 1st, 2020, 9:29 AM

Originally Posted by skaniol

Exactly 30 days later:

So, it may take a month. I suggest to be patient. Nagging them may not be helpful. If it's not super urgent, wait at least a month before contacting them again.

Thank you very much! At least I will know that not only I have this. I'll wait.

#20 February 1st, 2020, 9:31 AM

Thank you all for your advice! I will wait a little longer, and when 1 month has passed, I will say the result.

#21 February 2nd, 2020, 11:38 PM

Originally Posted by possle

I recommend the LIVE CHAT , you'll get help immediatly !

Live chat?

where did u find it? cause in last 2 years it never was available what I've seen. this time or I don't know since when the pokerstars support very slow guys. an answer for an email takes 1 week. I dont know what's going on there

#22 February 3rd, 2020, 1:03 AM

Originally Posted by Ivan Zaruba

Hi to all! I have one question to the community: PokerStars much time spent on verification of documents and money? Because I was first asked to withdraw money, sent them copies of the documents, and it has passed 15 days and reply to an email does not arrive .... I would appreciate any help !!!

Is the withdrawal large?
Had a similar problem in the past with large amounts think they cause long security checks and delays, Withdrawal from Poker Stars

Account was already verified made many deposits and withdrawals but when tried to withdraw $8000 or $7000 my request was denied and was asked for identity documents again and left waiting for long time. Withdrawal from Poker Stars

Was still able to play though generate rake funny enough next time this happens will exclude myself daily with responsible gambling tool as disgusted with myself losing a couple of thousand back by playing really high stakes that I would not of played if the pay out was normal like my smaller withdrawal requests.

#23 February 3rd, 2020, 5:01 PM

If You wanna withdraw a large ammount this ask You for documents..but If You wanna a small withdraw dont need.. and in 3 days You have to money in your hands.

#24 March 2nd, 2020, 4:49 PM

Originally Posted by skaniol

Exactly 30 days later:

So, it may take a month. I suggest to be patient. Nagging them may not be helpful. If it's not super urgent, wait at least a month before contacting them again.

The same answer came to me. Everything is fine, the account is confirmed, the funds have been transferred.

#25 March 14th, 2020, 11:40 AM

my card was about to expire, on deposit pokerstar accepts, the withdrawal of money was said to fail, in the end I lost everything

#26 March 21st, 2020, 2:46 AM

I'm having the same problem with withdrawal. I lost money at the start then had a big win. It would only let me withdraw the money I first lost then asked for verification. I first tried to verify documents on the app with no response. I emailed and no response. I just emailed it again and got emailed back straight away saying they have the documents and it's going to take extended time to verify it because of back log. Hope it gets sorted.

#27 March 21st, 2020, 2:55 AM

This happened to me. If you deposit something small with your new card eg $20. then 24 hours later withdraw the $20 and your balance that you thought you had lost to your old card can now be withdrawn to your new card. Hope this makes sense.

#28 March 21st, 2020, 2:57 AM

Originally Posted by Igor Popadyk

my card was about to expire, on deposit pokerstar accepts, the withdrawal of money was said to fail, in the end I lost everything

This happened to me. If you deposit something small with your new card eg $20. then 24 hours later withdraw the $20 and your balance that you thought you had lost to your old card can now be withdrawn to your new card. Hope this makes sense.

#29 March 21st, 2020, 3:40 AM

Different. Sometimes, occupy 5-7 days, less often, 2-3 weeks

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